Customer Service Representative - Bahasa Speaker

Tafaseel Group Holding; Dubai; On-site; AED 60,000 - 120,000; Full time

Job summary

A leading company in healthcare is seeking a Call Center Agent to manage incoming calls, handle patient inquiries, and provide information on services and hospital policies. The ideal candidate will possess a Bachelor's degree, be fluent in Arabic and English, and have a background in customer service or call center environments.

Qualifications

• Bachelor's Degree or equivalent required.
• Fluent in Arabic and English.
• Some experience in a call center or customer service environment.

Responsibilities

• Answer incoming calls and handle inquiries and complaints.
• Assist patients with appointment inquiries and bookings.
• Update the HMS system with changes in clinic timings.

Skills

Customer service principles

Call center technology

Data entry

Bilingual (Arabic and English)

Education

Bachelor's Degree or equivalent

Tools

Relevant computer applications

Job description

Job Summary

Answer incoming calls from customers for various purposes, answer inquiries and questions, handle complaints, troubleshoot problems, and provide information.

Duties & Responsibilities

1. Answer calls and route them to the appropriate resource.
2. Handle patients' inquiries telephonically and convert their inquiries to emails according to standard operating procedures; send to relevant departments if no answer after two transfers.
3. Research required information using available resources.
4. Manage and resolve patients' complaints and transfer to qualified personnel for resolution.
5. Provide customers with service information and hospital policies.
6. Update the business connect with new staff numbers and names of new staff joining the hospital.
7. Identify and escalate priority issues.
8. Follow up on patients' calls when necessary.
9. Transfer calls internally between healthcare staff (e.g., on-call doctor, blood bank, radiology).
10. Update yourself with hospital circulated information (memos/circulars) and updates within the call center (External Calls workbook—updates, on-leave, and appointments).
11. Handle tools entrusted by the administration (e.g., computer, headset) with care, ensuring they are for official use only.
12. Assist patients with appointment inquiries and bookings, including new appointments, cancellations, and rescheduling as per OPD policy.
13. Handle online appointment bookings via the website.
14. For urgent cases without available slots, gather patient details and email to OPD Clinic for overbooking or walk-in arrangements.
15. Book appointments for all OPD procedures, ER referrals, inpatient appointments, and fracture lists.
16. Handle patient complaints related to appointments and transfer to qualified personnel.
17. Respond to patient inquiries and requests over the phone, routing them appropriately.
18. Explain available services and hospital policies to patients.
19. Manage patient complaint calls and communicate with the PRO office as per process.
20. Update the HMS system with changes in clinic timings.
21. Perform other related tasks as assigned by the client representative.

Education and Experience

• Bachelor's Degree or equivalent.
• Proficient in relevant computer applications.
• Fluent in both Arabic and English.
• Knowledge of customer service principles and practices.
• Knowledge of call center telephony and technology.
• Some experience in a call center or customer service environment.
• Good data entry and typing skills.
• Knowledge of administrative and clerical processes.